Support Operations Analyst

About This Opportunity

We are representing a confidential AI technology firm working with enterprise clients in financial services. Our talent team is seeking a Support Operations Analyst to join their remote UK-based team and help scale customer support through AI automation, knowledge management, and operational excellence.

This is a hands-on role where you'll optimize AI-powered support experiences, manage incident workflows, and provide second-line technical support. You'll work at the intersection of customer success, operations, and AI tooling, with a primary focus on increasing self-service resolution rates and continuously improving the effectiveness of automated support channels.

Responsibilities

• Own day-to-day optimization of the AI support agent, using performance data and conversation reviews to improve involvement, resolution, and deflection rates
• Author, test, and continuously refine AI content, workflows, and routing logic to enable more customers to resolve issues without human intervention
• Provide second-line customer support for requests requiring human investigation, troubleshooting technical issues and communicating clearly with users
• Act as the Support point of contact during customer-impacting incidents—triage, escalate, coordinate with Engineering, and maintain stakeholder communications
• Manage recurring product issues and lower-impact bugs in collaboration with Product and Engineering teams through sprint planning
• Maintain and improve customer-facing knowledge bases and Help Centre content, identifying documentation gaps through support trends and AI performance analysis
• Collaborate with Product, Marketing, and Engineering to ensure Support readiness for new feature launches, including documentation and training materials
• Conduct regular reporting on AI metrics (involvement, resolution, deflection) and use insights to prioritize experiments and demonstrate impact
• Identify automation opportunities by reviewing customer conversations and support patterns

What We're Looking For

Required:

• Experience in customer-facing or technical support roles, ideally within B2B SaaS environments
• Hands-on experience optimizing AI customer support platforms such as Intercom Fin, Zendesk AI, or similar—evidence of actively improving AI agent performance through content authoring, workflow tuning, conversation reviews, and measurable improvements in deflection metrics
• Experience maintaining customer-facing knowledge bases or Help Centres and translating support trends into clear documentation
• Strong problem-solving skills with a proactive, solutions-focused mindset
• Clear communication abilities, including explaining technical concepts in simple terms
• Comfort working both independently and collaboratively in a remote environment
• Strong interest in technology, SaaS, and AI
• UK-based for remote work

Preferred:

• Previous B2B SaaS or fintech experience, particularly supporting complex or regulated customers
• Experience designing or running experiments to improve AI agents, automation, or self-service journeys
• Familiarity with support metrics including SLA, CSAT, involvement, resolution, and escalation trends
• Experience with incident and problem management practices, including root cause analysis and continuous improvement
• Background working with Product and Engineering during high-priority incidents and managing bug backlogs through sprint-based processes

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiter will conduct an initial screening to understand your experience with AI support optimization, technical troubleshooting, and customer success operations. Qualified candidates will then be submitted to our client for consideration. Please do not contact the client directly—all communication flows through our team to ensure a professional and coordinated process.

Pay

Compensation details will be discussed during the screening process based on experience level and client budget.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from candidates of all backgrounds and experiences.